COMMENT
centre-as-a-service offerings
are also reaching maturity
and growth in sector should
accelerate in 2018
Moreover, we believe in the
power of establishing vertical
specialisation to capture
relevance. After all, it is one
thing to apply technology
horizontally, but it’s much
more powerful when you can
address the unique business
challenges faced by players
in each vertical. We are
working with our own channel
partners to empower them
as they go after customers
in high-value verticals, with
packaged solutions that
are proven business-ready.
In 2018, we will also be
centred on speeding the
development and application
of AI technologies in contact
www.intelligentcio.com
centres and unified communications.
AI offers significant opportunities to
address many of the complexities and
issues faced by companies in delivering
an optimal customer experience. For
example, it can enable companies to
capture and utilise real-time customer
sentiment to defuse or re-position
situations that could lead to customer
dissatisfaction. AI can also help
businesses and governments instantly
organise vast amounts of available
data input using predictive analytics to
deliver optimal information in real time,
where it can help impact an ongoing
customer interaction.
What will Avaya’s focus be for 2018?
Avaya is creating a new growth story.
Today we act very much like a start-
up, focused on growth and execution,
but with unique differentiators such
as a large customer base, technology
leadership and a strong vertical presence.
In 2018, we are simplifying our
organisational structure with the
goal of remaining a customer-driven
company – and making it easier for
customers and partners to do business
with us. As one example, Avaya is
giving customers and partners the
same capabilities our R&D team has
and the complete freedom to define
and build their own user experience.
The year ahead will be built on both
technology and relationships. We have
already started to re-engineer our core
platforms, making it faster and simpler to
adopt new functionalities and integrate
new technologies. We will also take a
leadership position to deliver to customers
and partners simpler, more cost-efficient
implementation of our roadmaps.
All of this will be underscored by a
commitment to speed to market,
simplicity in doing business and
excellence in execution. n
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